Senior Technical Support Specialist

Chemist Warehouse

. Act as an escalation point for complex and high-impact incidents, including after-hours on-call support when rostered .

Posted 10/8/2026full-timePreston • AustraliaSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in IT support with a focus on troubleshooting, incident management, and technical project leadership. Proficient in maintaining system stability and security while providing customer-focused technical guidance across various platforms.

Highest-signal resume keywords

ITIL CertificationAdvanced Technical SupportWindows Server ExperienceNetwork TroubleshootingTechnical Project Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingRoot Cause AnalysisChange ManagementIncident ManagementTechnical Documentation

Soft Skills

Analytical SkillsMentoringCustomer-Focused Support

Tools & Technologies

Active DirectoryCisco NetworkingJuniper NetworkingMicrosoft TeamsZoomRingCentralSharePointConfluenceServiceNow

Certifications & Qualifications

ITIL Certification

Industry Keywords

Point-of-Sale SystemsPharmacy SystemsLogistics SystemsEnterprise SystemsCMDB

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Act as an escalation point for complex and high-impact incidents, including after-hours on-call support when rostered
Lead root cause analysis and known error management
Contribute to major incident investigations and post-incident reviews
Design and implement lasting fixes for recurring issues
Provide expert support across point-of-sale, pharmacy, logistics and enterprise systems
Troubleshoot complex issues across server, network, unified communications, end-user computing, audio-visual and infrastructure platforms
Keep supported systems stable, secure and supportable
Technically lead complex changes and lifecycle initiatives
Validate change design, testing and implementation approaches
Support point-of-sale, infrastructure and network refresh programs
Lead assigned technical workstreams from planning through delivery and transition to business-as-usual
Maintain technical runbooks, standards and escalation documentation
Improve knowledge quality and keep CMDB data accurate
Work with stores, distribution centres, departments and IT colleagues to provide technical guidance and customer-focused support

Requirements

What you’ll need

A tertiary qualification in IT or another discipline
At least 7 years’ experience in IT support, including 4 or more years in advanced technical, specialist or lead positions
Strong troubleshooting and analytical skills across multiple technology domains
Experience supporting stores, distribution centres and corporate offices
ITIL certification
Ability to lead technical projects and mentor junior team members
Highly regarded: experience with Windows Server, Active Directory, Cisco or Juniper networking, virtualisation, application packaging and deployment, or Microsoft Teams, Zoom or RingCentral
Highly regarded: experience with SharePoint, Confluence or ServiceNow, third-party vendors or managed service partners, and designing automation or performance improvements using APIs or scripting

Benefits

Comp & perks

Wide range of learning and development programs
Internally designed leadership pathway
Annual salary reviews linked to performance
Work from home one day per week
Case-by-case flexibility arrangements for circumstances such as returning from parental leave or managing personal wellbeing
Six weeks of paid parental leave for primary carers
One week of paid parental leave for secondary carers
Employee discounts through Flare
Corporate offers on Bupa Healthcare premiums
Banking benefits with Comm Bank
Novated leasing
Confidential Employee Assistance Program (EAP) services
Subsidised onsite canteen
Complimentary shuttle bus connecting nearby train stations to the Preston Support Office